A fire destroyed the Vahtila family home, but not their dreams
A fire left the couple facing the biggest crisis of their lives, but Claims Link’s expertise helped them regain some sense of balance.
Milla and Markku Vahtila’s lives changed forever overnight. A fire caused by an electrical fault completely destroyed their home in late 2020. Fortunately, they and their pets were rescued, but everything else was lost.
"Without the smoke alarm, we might not be here anymore," says Milla Vahtila.
The Vahtilas were left to deal with the situation on their own. After the initial shock, they faced a massive amount of work dealing with insurance matters. They tried to figure out the extent of the damage and their rights on their own. It soon became clear, however, that it wouldn’t be simple.
Uncertainty grew, and their confidence in their ability to handle the situation wavered
The Vahtilas gathered dozens of pages of documents, notes, and emails. The insurance company issued decisions, but these raised more questions than they answered. It felt as though they had to demand every piece of information separately, and the matters weren’t properly explained.
“We had already filed a complaint once and, as a result, received additional information and some extra compensation, but we still had a strong feeling that not everything had been assessed correctly,” says Milla Vahtila.
Gradually, the Vahtilas realized they needed help. Their legal expenses insurance covered the cost of a lawyer, so they began looking for an expert to support them. That, too, was not easy. Some lawyers did not respond to their inquiries at all. Others immediately suggested going to court without even considering other options.
A calm approach built trust
The Vahtilas eventually found Claims Link based on a recommendation. Claims Link’s lawyer, Ville Partanen, responded quickly to their inquiry, and the very first phone call inspired confidence.
“Ville said right away that we shouldn’t go to court just to fight. He recommended that we first take the matter to FINE and see what that would achieve. That sounded reasonable.”
FINE, or the Insurance and Financial Advisory Board, is an impartial and free-of-charge body that handles disputes between customers and insurance companies. Although it is not a court, its recommendations are based on the law and established practices, and insurance companies comply with them almost without exception. The FINE process offers a way forward without lengthy and costly legal proceedings.
Partanen carefully reviewed the Vahtilas’ case and provided concrete advice right from the start. According to Milla Vahtila, he genuinely wanted to understand the situation.
“Ville seemed empathetic and knowledgeable. He didn’t rush us; instead, he took us seriously.”
A thorough analysis revealed errors in the insurance assessment
The biggest point of contention regarding the fire damage centered on the replacement value of the house. The issue was how much the insurance company would compensate for the completely destroyed house. Ville brought in Claims Link’s structural engineering expert Jarkko Malola, who prepared a new assessment using official calculation software.
The more detailed analysis revealed several shortcomings and discrepancies in the insurance company’s previous calculation. For example, the construction cost index used was incorrect, the location of the residence had been miscalculated, and the house’s various fireplaces and chimneys had been completely overlooked.
“It was the first time we felt that someone actually understood what we were talking about,” the Vahtilas say.
The new assessment significantly changed the situation. It strengthened the Vahtilos’ position in the FINE proceedings, which progressed slowly but systematically.
The long wait paid off
The FINE process ultimately lasted nearly 1.5 years. The insurance company repeated its previous arguments and brought up old inspection reports and photographic evidence that had already been considered many times before. The process required patience.
Ville Partanen stayed on top of the situation the entire time and actively kept in touch with the Vahtilas.
“He always let us know whenever something happened. Whether it was a weekday or a holiday, Ville was reachable and there for us,” says Milla Vahtila gratefully.
Finally, a decision was reached. FINE recommended additional compensation of approximately 53,000 euros, plus compensation for the delay. The insurance company accepted the ruling.
“It was a relief. We had been living in uncertainty for a long time. The decision brought us justice and the chance to finally put the insurance battles behind us and move forward.”
A New Home, a New Daily Life, and a Permanent Change
Their old home could no longer be saved. In its place, a new home was built—a log house relocated from Keuruu, which Milla and Markku Vahtila built together on their lot. The compensation isn’t enough to cover everything, but it does make a fresh start possible.
“The house doesn’t have a roof yet, but with the insurance money, we were able to build a smaller log house where we’re currently living while we slowly finish the main house. Thanks to Ville and Jarkko, we’re now able to continue building the house,” the Vahtilas explain.
The fire left its mark, but it also brought about a lasting change. Safety has become a priority that the Vahtilas feel tangibly in their daily lives.
“We now have a total of 12 smoke detectors in our current 60-square-meter home. We can no longer sleep without them. We know that a smoke detector saved our lives,” Milla Vahtila says.
Although the process was exhausting, the outcome was satisfying. The Vahtilas received more than just insurance compensation. They gained certainty, peace of mind, and the feeling that things were handled fairly and that someone was on their side.
“Ville wasn’t just an expert. He was a person who took the time to understand. Thanks to him, we were able to move forward.”
PHOTOS: Milla Vahtila
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